Technical Service Operations Lead (TSO Lead)

About the role

Xsolla is seeking a Technical Service Operations Lead to drive incident response, improve communication during outages, and lead continuous improvement initiatives across its global technical operations. The role is ideal for a proactive, analytical professional who thrives in fast‑paced, collaborative environments supporting high‑availability platforms.

Key responsibilities

• Act as Incident Commander for major incidents, coordinating cross‑functional response teams, driving investigations, and ensuring resolution within SLA targets.
• Own all incident communications, delivering clear updates to senior leadership, Customer Success, and partner contacts, and managing status page notifications.
• Facilitate blameless Post‑Incident Reviews, leading root‑cause analysis, assigning corrective actions, and tracking them to closure.
• Analyze incident trends and recurring production bugs during non‑incident periods, create problem tickets, and provide regular recommendations to product and engineering teams.
• Enforce and continuously improve the incident management framework.

Required profile

• Strong incident management experience in technical operations, SRE, or NOC environments.
• Solid understanding of ITIL processes.
• Excellent written and verbal communication skills in English, able to address both technical and executive audiences.
• Analytical mindset with the ability to identify patterns and drive data‑based improvements.

Required skills

• Incident Management
• ITIL
• Observability and Monitoring
• Site Reliability Engineering (SRE)
• Network Operations Center (NOC) practices